11/9/22, 4:00 PM SSL Network Extender (SNX) disconnects randomly after upgrade to R81 or R81.

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SSL Network Extender (SNX) disconnects randomly after upgrade to R81 or R81.10 Technical Level

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Solution ID sk173765

Technical Level

Product Mobile Access / SSL VPN

Version R81, R81.10
Date Created 02-Jun-2021
Last Modified 12-Sep-2022

Symptoms
SSL Network Extender (SNX) disconnects randomly after upgrade to R81 or R81.10
SNX disconnects randomly on Chrome, Edge (based on Chromium), Firefox or Safari. The disconnection can happen within 2 minutes of being connected, or wit
few hours.
These records can be found in the Portal Agent's log file (%temp%\CShell\cshell.elg):

INFO [TunnelChecker] (TunnelChecker$DisconnectChecker run) Reached tunnel connection timeout. Disconnecting...

[global] (Log log) [Director] Disconnecting the component.

[global] (Log log) [Messaging] Sending DISCONNECT message

Cause
The issue takes place due to the "JavaScript throttling" feature of the Chromium engine. When this feature is enabled, the browser dramatically slows down JavaScrip
execution in non-active tabs. This affects the data exchange flow between the Portal Agent and the browser and results in SNX disconnection.

Solution
Overview

The fix for the issue is ready. It works for all browsers. 

The fix is available as a hotfix for R81 and R81.10 versions. It can be installed on standalone gateways, clusters HA/LS and VSX. Note - Due to continues changes in
Chrome's engine we had to redesign the fix, which is why it is not yet included in a Jumbo Hotfix.

Important: The solution introduces some changes to the usual flow of working with the portal.

More details on UX changes

Prerequisites 

The previous solution for the issue must be uninstalled. Make sure that these hotfixes are not installed:

HOTFIX_R81_JS_THROTTLING_FIX_385_386_MAIN - for R81

HOTFIX_R81_10_JS_THROTTLING_FIX_438_MAIN - for R81.10

Hotfix Installation Packages

Platform/Version Hotfix

R81 with Jumbo Take 56 or higher (TAR)

R81.10 with Jumbo Take 45 or higher (TAR)

This solution has been verified for the specific scenario, described by the combination of Product, Version and Symptoms. It may not work in other scenarios.

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